Client Operations Analyst - Wharton Executive Education (Hybrid-Eligible)

Client Operations Analyst - Wharton Executive Education (Hybrid-Eligible)

University Overview

The University of Pennsylvania, the largest private employer in Philadelphia, is a world-renowned leader in education, research, and innovation. This historic, Ivy League school consistently ranks among the top 10 universities in the annual U.S. News & World Report survey. Penn has 12 highly-regarded schools that provide opportunities for undergraduate, graduate and continuing education, all influenced by Penn's distinctive interdisciplinary approach to scholarship and learning. As an employer Penn has been ranked nationally on many occasions with the most recent award from Forbes who named Penn one of America's Best Large Employers in 2023.

Penn offers a unique working environment within the city of Philadelphia. The University is situated on a beautiful urban campus, with easy access to a range of educational, cultural, and recreational activities. With its historical significance and landmarks, lively cultural offerings, and wide variety of atmospheres, Philadelphia is the perfect place to call home for work and play.

The University offers a competitive benefits package that includes excellent healthcare and tuition benefits for employees and their families, generous retirement benefits, a wide variety of professional development opportunities, supportive work and family benefits, a wealth of health and wellness programs and resources, and much more.

COVID-19 vaccination or a University authorized exemption is a requirement for all positions at the University of Pennsylvania. For more information about Penn's vaccine requirements, visit the Penn COVID-19 Response website for the latest information.

Posted Job Title
Client Operations Analyst - Wharton Executive Education (Hybrid-Eligible)

Job Profile Title
Director B, Student Services, Executive Education

Job Description Summary
The Client Operations Analyst (COA) is a strategic and analytic partner to the various business units of Wharton Executive Education (WEE). The COA will analyze lead generation, closed won/lost data, pricing data, and program evaluation data to provide leadership with the business intelligence around the sales and program delivery processes. The COA will help leadership regularly update sales forecasts and budgets, and will provide business analytics with Salesforce reporting, building out pipeline reports and marketing reports. The COA will take inbound leads from prospective clients and align client needs with WEE's program offerings and help to set consistency of proposal development. The COA will work collaboratively across WEE to collect and analyze internal and external evaluation data, sharing findings with the business units.

Job Description

• Provide analysis of lead generation data, including all closed won and closed lost data, refining data, for example, by industry, by geography, by business unit, by programs, etc. so leadership has the business intelligence to make strategic decisions. Research historic performance of RFPs, evaluating pricing with regard to won/lost data. Using this data, also supports the Managing Directors in updating their revenue forecasts on at least a quarterly basis, as well as assisting with updating annual budget projections.
  
• The COA will provide business analytics with Salesforce reporting, building out pipeline reports and marketing reports. The person in this role will also assist with the evaluation of incoming application data, synthesize different trends, industry specific trends, demographic trends, helping the business units to increase collaboration with clients, both new and returning.
  
• Leads and implements the program evaluation process. Coordinating and collaborating with the WEE Administration team, and with the support of the WEE Executive Assistant, ensures that all clients receive evaluation forms and that as much data is collected as possible. Ensures that staff regularly completes the internal program evaluations. Analyze the resulting data and provide feedback and recommendations to the business units and to Aramark.
  
• Qualifies targeted incoming leads and articulates value proposition of WEE. Understands Custom, OE, LIVE and Online Learning programs and capabilities, and works with the business units to align client needs with WEE offerings, ensuring that the clients are referred to the business unit(s) best suited to meet their needs. Ensures all incoming lead information is entered appropriately into Salesforce.
  
• Supports strategic business development and sales through conducting background research on key prospects and clients to assist in qualifying leads and referring them to the appropriate business unit(s).
  
• Supports strategic decision making around programming through analysis of classroom and guest room utilization rates, seasonality, and setups.
  
• Perform additional duties as assigned.
  

QUALIFICATIONS: Bachelor's Degree in business, business analytics or related field, and 5-7 years' experience required or equivalent combination of education and experience. Strong data and business analytics experience required. Salesforce reporting experience required. Tableau experience required. Relevant inbound sales and/or client relations experience preferred, including a practical understanding of courses for middle and/or senior level executives preferably in the executive education, corporate or consulting sectors. Sales background preferred.

• Independent, self-confident and highly credible in representing WEE. Ability to communicate effectively and with utmost professionalism with prospective clients both in verbal and in written communications. Proven ability to work within a team environment and on project teams. A strong desire to contribute and work collaboratively to achieve goals.
  
• A successful candidate will have strong business acumen, good communication skills, and a working knowledge of management education topics: strategy, leadership, finance, accounting, operations, marketing, organizational behavior and business ethics.
  
• A detailed-oriented analyst who thinks holistically about business development and evaluative feedback.
  
• Must be able to work in a fast-paced, results-oriented environment. Action-oriented, results-driven approach to a professional team. Thinks strategically and creatively across multiple platforms.
• Ability to foresee, analyze and understand business trends and the concerns of executives. Be innovative in approaches to educational and management problems.
  
• Knowledge of understand complex financial models.
  
• Experience using Salesforce and Tableau required, and the ability to develop and drive metrics and dashboards.
  
• Ability and willingness to work across time zones/non-traditional hours to meet deadlines.
  

Job Location - City, State
Philadelphia, Pennsylvania
Hybrid Eligible - This position is eligible for a hybrid work schedule with a work week divided between working onsite and working remotely.

Department / School
Wharton School

Pay Range
$61,046.00 - $95,972.00
Salary offers are made based on the candidate's qualifications, experience, skills, and education as they directly relate to the requirements of the position, as well as internal and market factors and grade profile.

Affirmative Action Statement
Penn adheres to a policy that prohibits discrimination on the basis of race, color, sex, sexual orientation, gender identity, religion, creed, national or ethnic origin, citizenship status, age, disability, veteran status, or any other legally protected class.

Special Requirements
Background check required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job.

University Benefits

• Health, Life, and Flexible Spending Accounts: Penn offers comprehensive medical, prescription, behavioral health, dental, vision, and life insurance benefits to protect you and your family's health and welfare. You can also use flexible spending accounts to pay for eligible health care and dependent care expenses with pre-tax dollars.
  
• Tuition: Take advantage of Penn's exceptional tuition benefits. You, your spouse, and your dependent children can get tuition assistance here at Penn. Your dependent children are also eligible for tuition assistance at other institutions.
  
• Retirement: Penn offers generous retirement plans to help you save for your future. Penn's Basic, Matching, and Supplemental retirement plans allow you to save for retirement on a pre-tax or Roth basis. Choose from a wide variety of investment options through TIAA and Vanguard.
  
• Time Away from Work: Penn provides you with a substantial amount of time away from work during the course of the year. This allows you to relax, take vacations, attend to personal affairs, recover from illness or injury, spend time with family—whatever your personal needs may be.
  
• Long-Term Care Insurance: In partnership with Genworth Financial, Penn offers faculty and staff (and your eligible family members) long-term care insurance to help you cover some of the costs of long-term care services received at home, in the community or in a nursing facility. If you apply when you're newly hired, you won't have to provide proof of good health or be subject to underwriting requirements. Eligible family members must always provide proof of good health and are subject to underwriting.
  
• Wellness and Work-life Resources: Penn is committed to supporting our faculty and staff as they balance the competing demands of work and personal life. That's why we offer a wide variety of programs and resources to help you care for your health, your family, and your work-life balance.
  
• Professional and Personal Development: Penn provides an array of resources to help you advance yourself personally and professionally.
  
• University Resources: As a member of the Penn community, you have access to a wide range of University resources as well as cultural and recreational activities. Take advantage of the University's libraries and athletic facilities, or visit our arboretum and art galleries. There's always something going on at Penn, whether it's a new exhibit at the Penn Museum, the latest music or theater presentation at the Annenberg Center, or the Penn Relays at Franklin Field to name just a few examples. As a member of the Penn community, you're right in the middle of the excitement—and you and your family can enjoy many of these activities for free.
  
• Discounts and Special Services: From arts and entertainment to transportation and mortgages, you'll find great deals for University faculty and staff. Not only do Penn arts and cultural centers and museums offer free and discounted admission and memberships to faculty and staff. You can also enjoy substantial savings on other goods and services such as new cars from Ford and General Motors, cellular phone service plans, movie tickets, and admission to theme parks.
  
• Flexible Work Hours: Flexible work options offer creative approaches for completing work while promoting balance between work and personal commitments. These approaches involve use of non-traditional work hours, locations, and/or job structures.
  
• Penn Home Ownership Services: Penn offers a forgivable loan for eligible employees interested in buying a home or currently residing in West Philadelphia, which can be used for closing costs or home improvements.
  
• Adoption Assistance: Penn will reimburse eligible employees on qualified expenses in connection with the legal adoption of an eligible child, such as travel or court fees, for up to two adoptions in your household.
  

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To learn more, please visit: https://www.hr.upenn.edu/PennHR/benefits-pay


To apply, visit https://wd1.myworkdaysite.com/en-US/recruiting/upenn/careers-at-penn/job/SCC-Aresty-InstExec-Ed/Client-Operations-Analyst---Wharton-Executive-Education--Hybrid-Eligible-_JR00064358



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